Open to opportunities

Jeyalakshmi Mudhliyar

@jeyalakshmimudhliyar

Message

I lead banking quality teams that improve compliance, customer outcomes, and digital onboarding performance.

India

Message

What I'm looking for

I'm looking to lead service quality, customer experience, and digital onboarding improvements where I can use governance, analytics, AI-enabled QA, coaching, and root-cause analysis to strengthen compliance and customer outcomes.

At IDFC FIRST Bank, I lead service quality governance for VKYC, asset and liability products across captive and partner operations, managing a 25-member team supporting 900–1,000 employees. I reduced concurrent audit rejections by 5% through ACPT-based root-cause analysis, CAPA, and targeted corrective actions.

Previously at AU Small Finance Bank and HDFC Bank, I improved CSAT, VKYC approvals, Video Banking reassignment, call quality, and regulatory adherence through DMAIC, coaching, calibration, dashboards, and process controls. I also drive AI-enabled quality evaluation, speech analytics, conversational bot testing, and internal quality talent development.

Experience

Work history, roles, and key accomplishments

Current

Senior Banking Quality and Service Excellence Leader

Current

IDFC FIRST Bank

Sep 2024 - Present (1 year 11 months)

Lead end-to-end service quality governance across captive and partner operations, managing a 25-member quality team supporting 900-1,000 employees. Reduced concurrent audit rejections by 5% through ACPT-based RCA and corrective actions.

Quality Management Concurrent Audit CAPA Speech Analytics CallSight QMS MIS Stakeholder Management Team Leadership

Quality Manager

AU Small Finance Bank

Dec 2021 - Sep 2024 (2 years 9 months)

Led a 14-member quality team supporting Video Banking, VKYC, and banking service operations. Improved CSAT by 5%, increased VKYC approval rate by 4%, and reduced Video Banking reassignment from 8% to 0% through DMAIC-led RCA and coaching.

Quality Management Video Banking CAPA CSAT NPS Calibration Kaizen Team Leadership

Quality Manager, Phone Banking

HDFC Bank / HBD Payroll Ltd.

Aug 2018 - Dec 2021 (3 years 4 months)

Led a five-member QA team for Phone Banking, governing call quality, complaint handling, regulatory adherence, and NPS improvement. Standardised quality reviews and implemented feedback mechanisms to reduce repeat errors.

Quality Assurance Complaint Handling Regulatory Compliance NPS Calibration Coaching Training

Quality Analyst

HDFC Bank Operations / HBD Payroll Ltd.

Dec 2015 - Aug 2018 (2 years 8 months)

Evaluated customer interactions against banking, service, and compliance standards. Conducted coaching, escalations analysis, and performance reviews to improve service delivery.

Quality Evaluation Compliance Coaching Performance Reviews MIS

Customer Care Representative / Phone Banking Officer

HDFC Bank Operations / ADFC Payroll

Apr 2013 - Dec 2015 (2 years 8 months)

Supported retail banking customers across account opening, savings and loan products, fund transfers, and account servicing while meeting service and compliance requirements.

Customer Service Banking Operations Account Servicing Compliance